Martin Appliance Center

On august 1, 2019 I bought a new 21 CF Frigidaire top load refrigerator from Martin Appliance in Tower Center. A copy of the receipt e-mailed to me is copied below. On August 2, 2019 they delivered the refrigerator to the rental house for which it was purchased.

The salesman, later learned to be the store manager, named *** did not handle it in a reputable manner. To begin with, I was quoted $599 for the refrigerator, but when I got the receipt via e-mail, I saw that he charged me $600 despite only $599 being authorized for charge to my corporate Visa card. The point is not the $1 overcharge, plus sales tax, but the manner of service in delivering the refrigerator that followed the next day.

My tenant called to tell me that they arrived to deliver the refrigerator but would not change out the hinges so the door opened on the correct side based on how the kitchen was set up. Refrigerators are manufactured, so they can be changed out in just a few minutes by moving hinges from one side to the other and the filler plugs from one side to the other, where the hinges were originally. In 44 years in the business of owning rental property no appliance company ever did anything but adjust it according to what was required for the kitchen. The delivery guy said they could not do it, but it needed to be schedule for a separate trip at a $150 fee, $80 to move the hinges and $70 for the trip charge. I paid $80 for the delivery, set up and removal of the old refrigerator when I purchased it. *** told me set up was included and trying to charge extra; and not a few dollars extra, but almost double what was charged for delivery, set up and removal is unethical, deceptive, unscrupulous and very shady. It is a disgrace to the community for this store to be open and dealing with the buying public.

Next, the two deliverymen, instead of lifting it and carrying it inside dragged is across the floor which is Allure Vinyl Planking and put many deep scratches into the flooring in the kitchen and living room areas. According to my tenant one of the deliverymen licked his hand and wiped the floor to see if the scratches were removed and they were not. He told my tenant, ‘I guess we’re going to have to pay for it, huh’ and walked away laughing.

Following that one of the deliverymen was cursing at my tenants and told them if they reported it to the owner of the business, they’d come back and break out the windows of their van parked outside.

I was at an appointment within a half mile of Martin Appliance when I got a call from my outraged tenant. I went by the store to personally talk with *** about it. I had already e-mailed him the photos of the scratched flooring by tenant texted to me. I was given a story that was the absolute opposite scenario. I was told that the tenant had a washer and dryer sitting on the floor in front of the refrigerator and that they had to move out of the way for the refrigerator to be installed and that the tenant scratched the floor moving the washer and dryer. That doesn’t explain the scratches in the living room though. So, there is what the deliverymen said and what my tenant said; so, who is right? Well, there is what a witness said. My handyman, *** Callahan was there the afternoon before and said that the washer and dryer were not sitting in front of the refrigerator but were installed and connected where they go, where the washer / dryer hookup is, also in the kitchen. Secondly, my handyman looked at the photos of the scratches and told me that the floor was definitely not scratched when he was there the afternoon before. Lastly, the deliverymen claimed to be the owner of Martin Appliance and said that if there was any complaint made, they would return and break out the windows in my tenant’s van.

I don’t know what the cost of replacing the damaged flooring is at this juncture, but from experience having the product installed, I would estimate a ballpark of about $1,000 or so for the affected areas.

On Monday, 07-15-19, I visited Martin Appliance & More (hereafter referred to as MAM) and purchased a *** washing machine (Model #***) for my mother. Per the store’s policy, the new machine would be delivered and the existing machine removed and hauled away by MAM for an $80 delivery charge. Said delivery char*** was factored into the finance agreement along with the cost of the machine, $650; for a total of $730 to be financed through ***. The required “$40 down” was paid (by debit card) to “walk out with the machine today,” per the Sales Associate, ***.

The machine was delivered on Tuesday, 07-16-19. Later that evening, multiple issues ensued while doing a simple small load of laundry consisting of three (3) towels and two (2) flat sheets): the machine rocked; water dispersal was minimal; loud, clanking noises occurred during the rinse and spin cycles. The next day, (Wednesday, 07-17-19) the store was contacted and the sales associate *** was informed of the issues. A video of the aforementioned issues was later forwarded, at ***’s request, to his e-mail (***@***) by my brother, ***.

Later that same date, 07-17-19, I contacted *** to inquire if he had received the e-mail; she stated he had but responded in the negative when I inquired if he had viewed the video. I informed *** my mother did not want the *** machine; that we wanted the *** washer picked up and returned to the store, and to cancel the purchase agreement. *** responded that I needed to come in to “discuss” the matter. When I again asked if MAM could “just come out and pick up the machine” and I would sign any necessary papers at the time of pick-up to cancel the purchase agreement, again, I was informed by *** I would need to come in to the store to “discuss the matter.” When I inquired if my mother’s original washing machine could be returned, *** replied, “it [had] been junked.” I informed *** I would come into the store on Thursday afternoon, 07-18-19. After ending the call with ***, at approximately 12:15 P.M., I contacted the finance company, ***. I spoke with a service rep by the name of *** and explained the issue regarding the *** machine, and was informed because “it had not been 30 days,” there would be “no problem terminating the [finance] agreement”; MAM would need to contact *** to cancel the agreement.

I arrived at MAM approximately 4:30 P.M. on Thursday, 07-18-19. Upon arrival, I stated I wanted the *** washing machine picked up. *** proceeded to attempt (numerous times) to offer to have the *** machine replaced—with the same model—or to swap it out for a different brand. When I informed *** that the *** machine obviously was defective and had issues, he commented “we will fix them.” I declined and reiterated the futility in replacing a defective machine with the *samemodel that obviously had mechanical issues. I went on to state my mother did not want to purchase any appliance from the store; that I simply wanted to return the machine and cancel the purchase agreement. It was at this point I was informed I would have to pay a 25% re-stocking fee of $162.00. (Said fee IS noted on the invoice.) Protesting the fee, I noted to *** that the machine was purchased in good faith—i.e., new; without any expectation of repair issues—and 1) was being returned due to defect 2) had only been in my possession for 24 hours and 3)used only once, *** replied, “you bought the appliance as is.” To which I replied, “Yes. NEW!!”

A request to speak with a manager was denied; I was informed the manager “[was] not in.”

Upon informing *** I was told by *** MAM would need to contact them to cancel the finance agreement, *** stated MAM “[was] not responsible for cancelling the agreement,” that *** was.

After stating I was extremely dissatisfied, shocked, and angry that I, the customer, had to pay THEM (MAM) to pick up a defective appliance THEY sold to me, I paid the requested amount of $162.50 and left the store.